ICON communication centres ICON Communication Centres s r

ICON communication centres ICON Communication Centres s. r. o. Executive Summary Company Overview R 1. 0 09. 10. 14 Confidential ●●● Providing Business Advantage

Company overview Proposition Offshore Rightshoring… Nearshore ICON Providing Business Advantage Endorsed heart of Europe location; providing top rated language & people resource perfectly supporting the delivery of quality contact centre solutions and services; underpinned by an advantageous price point. Providing Business Advantage Onshore ICON specialises in working for best known brands, bringing together offerings and capabilities, delivering proven outsourced support solutions designed to help clients realise the delivery of leading communication strategies connecting brands with prospects and customers moving them beyond awareness to transactions and brand loyalty. Making best use of resource, reducing risk and overall making better decisions ü increasing efficiencies & competitiveness (protection of ability to keep abreast of marketplace change) ü cost efficiency (protection of business model sustainability) ü enhancement of end user experience (protection of brand) …A smart choice for today and tomorrow

Company overview Prague location key facts 2003 Capacity 500 seats Flex Availability of additional capacity Operational window ICON Providing Business Advantage Founded 24/7 Top three verticals Technology Telecommunications Utilities Languages 25+ languages presently supported Calling environments Dedicated & on demand environments catered for Pedigree Pan EMEA contact centre solutions Endorsement Prague cited as top rating contact centre location

Company overview Endorsed location; top rating criteria Language Skills ICON Providing Business Advantage Educational System Government Support Labour Pool Cost Czech Republic Cultural Compatibility Infrastructure Data& IT Security & Privacy Political & Economic Environment Global & Legal Maturity

Company overview Service offering experience ICON delivers a portfolio of services covering every stage of the customer relationship value chain, having established strong credentials in both the B 2 B and B 2 C environments across: Sales i. e. lead generation, contact discovery, deep Multi-language 25 languages presently supported Services i. e. inbound, outbound, IVR, chat, email, fax, white mail, payment processing, back office, data storage Multi-discipline ICON Providing Business Advantage Multi-channel profiling and insight, lead qualification, appointment making, cold selling, warm selling (cross & up-sell), winback, telephone account management, sales support; Service i. e. order processing, client service, multi stakeholder liaison, technical support, help desk, claims management, loyalty & retention management, debt collection, data entry, translation, exhibition support, supplier/distribution support; Research i. e. database cleanse, database build, market research, survey (qualitative and quantitative), clinical trials, competitive intelligence, concept testing

Company overview Success score card Score card criteria Yes Proven track record in implementation of multilingual teams Yes Seat representation best catered for Yes Flex and scale catered for (capacity & language) ICON Providing Business Advantage Endorsed location for contact centre services Yes Breadth & depth of vertical expertise Yes Sales & service DNA Yes B 2 B & B 2 C commodity experience Yes Referenced range of service offering provision Yes Multi channel, multilingual, multi discipline pedigree Yes ROI focused, business innovation and value added service delivery Yes Complexity management, multiple stakeholders & campaign tactics by country Yes Collaborative working relationship knowledge & expertise Yes Expertise & methodologies driving quality high performance output Yes Best of breed operations, teams, tools and technologies Yes Cost competitive rate card Yes

Company overview ICON endorsement ICON Providing Business Advantage TI Semiconductors chose ICON because of its company identity, company focus, culture, people motivation, training, leadership, dedication to the campaign from all levels, company philosophy, business philosophy, people philosophy, new ways of thinking and flexibility in approach, thinking with TI in a strategic business direction. Ferdinand Clasquin (EMEA Business Operations)